My Customer Service Experience – Ended

In previous weeks I have written regarding an ongoing issues I had which was started by a lightning strike to the ground outside my house, which sent a surge through the buried coaxial cable and fried all components that were connected in any way to that cable. Without going back into detail, feel free to jump back to the previous articles, part one was Laziness, Priorities, and Customer Service, and the second part was My Experience with Bad and Better Customer Service – Continued. At this time I would like to finish up the story since I believe it has pretty much come to a close.

When I ended my last part, my services had been restored and the people involved with doing it were the first to truly provide some quick and efficient excellent customer service; albeit a bit too late to save the company as a whole. Within a couple days of the service being restored, I made the switch to the local competitor, and when I called to have a representative turn off my service, I was able to explain exactly why I was doing so. She was cordial, but did attempt to defend and make excuses for the company – and of course that did not go over well at all, but I bit my tongue. My account was canceled, and new service was started.

The new service set up was a breeze and the representative was proficient and courteous and things went quickly. So, from the start at least, the new company’s customer service has been good. After receiving service I then had to go and acquire new components, more specifically, a brand new computer. I had taken mine in for possible repair, but it appeared all was lost, and they said the motherboard was fried, and it would cost as much to fix as to replace; so I opted to replace.

I went in to a local store I typically buy from, and spoke to two different representatives in regard to my needs. Both were very knowledgeable and helpful. The second one, with whom I completed the transaction, also took steps to go above and beyond his job in order to attempt to accommodate my situation. He was unable to make it happen, but I must give him an “A” for effort. He went all over the store looking for the specific supervisor that could approve his idea. Most average representative would probably have given up after simply glancing around the department, so this one ranked high on my scale of service.

I had to file an insurance claim with my homeowners insurance, and having never done one before, I expected the worst (it is an insurance agent after all, right?). I was again shocked by the quick and painless service I received. Very little had to be proved from my side, they simply took my word over the phone and a few days later I had a check in hand to help me with the replacements.

All of this to say – good customer service does still exist out there, meaning many within that career field are doing a great job. While others, like the lady handling the insurance claim from the previous cable company I terminated service with, has still not once returned any of my calls. Sad, sad, sad.